Are you delivering a service or an experience?

Customer service is reactive;

• Thank you for calling...

• How can I help you?

• Is there anything else I can help you with?

• Thank you for your business…

In terms of a complaint, it’s a process;

1. Customer is upset

2. You react

3. You resolve

Customer experience is not a process – it should be an experience and it’s proactive;

• Give your full attention – it’s all about the customer

• Be genuine – a false smile or apology does more harm than good

• Don’t be a robot and 'back away' from the script

• Replace process with parameters

• Personalise

“At the end of the day people won't remember what you said or did, they will remember how you made them feel.”

― Maya Angelou